WEBVTT Kind: captions; Language: en 00:00:12.001 --> 00:00:17.001 When you work in an office, meeting the public, whether it's in person or by 00:00:17.001 --> 00:00:20.001 telephone, is an important part of your job. 00:00:20.001 --> 00:00:23.001 It can be pleasant like this. 00:00:35.000 --> 00:00:39.000 Or it can be like this. 00:01:02.000 --> 00:01:02.001 [...] 00:01:10.000 --> 00:01:10.001 Give it this. 00:01:10.001 --> 00:01:11.001 [...] 00:01:11.001 --> 00:01:11.001 No. 00:01:12.000 --> 00:01:12.001 Just got here. 00:01:14.000 --> 00:01:15.001 Garly, you look tired. 00:01:16.000 --> 00:01:17.000 Don't you feel well, Barbara? 00:01:17.000 --> 00:01:18.000 I feel terrible. 00:01:18.001 --> 00:01:19.000 [...] 00:01:19.000 --> 00:01:20.000 What's the matter, you think? 00:01:20.000 --> 00:01:20.001 [...] 00:01:20.001 --> 00:01:21.001 No, it isn't that. 00:01:22.001 --> 00:01:24.000 I've decided to quit my job. 00:01:24.001 --> 00:01:25.001 What happened? 00:01:26.000 --> 00:01:26.001 Is it your boss? 00:01:27.000 --> 00:01:27.001 Oh, no. 00:01:27.001 --> 00:01:28.001 You know I like him. 00:01:29.001 --> 00:01:30.001 Well, then the company. 00:01:31.000 --> 00:01:33.000 No, the company's all right. 00:01:33.001 --> 00:01:34.000 It isn't that. 00:01:35.001 --> 00:01:37.001 It's the people that come into the office. 00:01:38.000 --> 00:01:40.000 They're so rude and inconsiderate. 00:01:40.000 --> 00:01:42.001 It's just more that I can take day in and day out. 00:01:43.000 --> 00:01:46.000 While meeting people is the thing I like most about my job. 00:01:46.001 --> 00:01:50.000 I think it's fun having new people come into the office all the time. 00:01:50.001 --> 00:01:52.000 Well, I hope the water's boiling. 00:01:55.000 --> 00:01:57.001 It was as simple as that. 00:01:58.000 --> 00:02:01.001 For Ruth, meeting the public was pleasant because she enjoyed 00:02:01.001 --> 00:02:03.001 people and greeted them with a smile. 00:02:04.001 --> 00:02:09.001 For Barbara, meeting the public was tiresome and unpleasant because her attitude 00:02:09.001 --> 00:02:13.001 was cold and uncooperative, sometimes even antagonistic. 00:02:16.001 --> 00:02:19.000 You know, when I first started, I felt like you do, Barb. 00:02:20.000 --> 00:02:22.000 But I found out how wrong I was. 00:02:22.001 --> 00:02:23.000 What do you mean? 00:02:24.000 --> 00:02:26.001 I found out it wasn't really the other people I was seeing. 00:02:27.000 --> 00:02:28.001 It was a reflection of myself. 00:02:29.001 --> 00:02:30.001 I was cross with them. 00:02:31.000 --> 00:02:32.000 They were cross with me. 00:02:32.000 --> 00:02:34.000 Oh, it's not as simple as all that. 00:02:34.000 --> 00:02:35.000 You'd be surprised. 00:02:36.000 --> 00:02:39.001 I found out that if you're nice to people, they're usually nice to you too. 00:02:39.001 --> 00:02:41.001 Well, the people in my office are different. 00:02:41.001 --> 00:02:43.001 And I'm simply not going to Stanford any longer. 00:02:44.001 --> 00:02:45.001 You're tired now, Barb. 00:02:46.000 --> 00:02:47.000 I know just how you feel. 00:02:47.001 --> 00:02:49.000 Let's talk about it again later on. 00:02:49.001 --> 00:02:50.000 It's no use, Ruth. 00:02:50.001 --> 00:02:51.001 Really, I've made up my mind. 00:02:51.001 --> 00:02:53.001 I'm going to start looking for a job tomorrow. 00:02:55.000 --> 00:02:56.000 I'll cut the table. 00:02:56.000 --> 00:02:57.000 Oh, here, I'll do it. 00:02:57.001 --> 00:02:58.001 Everything else is ready. 00:03:00.000 --> 00:03:03.000 Why don't you go in and sit down and rest for a few minutes? 00:03:03.001 --> 00:03:04.000 Oh, thanks. 00:03:04.001 --> 00:03:06.001 I think I will if you really don't mind. 00:03:08.000 --> 00:03:10.001 What you need is some good hot food in you. 00:03:11.000 --> 00:03:12.000 It'll make you feel better. 00:03:12.000 --> 00:03:14.000 Oh, it's not that, Ruth. 00:03:14.000 --> 00:03:17.000 I know I'm tired, but it's more than that. 00:03:18.001 --> 00:03:21.000 A reflection of myself? 00:03:21.001 --> 00:03:23.001 I don't see how it could be. 00:03:24.000 --> 00:03:26.000 After all, what do they expect? 00:03:27.000 --> 00:03:28.001 I've got my work to do. 00:03:29.000 --> 00:03:32.001 I can't stop and pass the time of day with every person who 00:03:32.001 --> 00:03:34.000 wants to strike up a conversation. 00:03:39.000 --> 00:03:42.000 It isn't my attitude that's wrong. 00:03:42.001 --> 00:03:44.001 It's the people who come into that office. 00:03:45.001 --> 00:03:48.000 I'm going to look for another job. 00:04:07.000 --> 00:04:09.001 How much longer are we going to have to wait? 00:04:10.000 --> 00:04:11.001 Shh, Mr. Franklin's a busy man. 00:04:12.001 --> 00:04:14.001 You can't expect to walk right in on him and get a job. 00:04:15.000 --> 00:04:17.000 I bet their secretary's forgotten we're here. 00:04:17.001 --> 00:04:19.000 Hey, look at all the other people waiting. 00:04:19.001 --> 00:04:20.000 Did you see that man? 00:04:20.001 --> 00:04:22.001 He's one of Mr. Thompson's biggest customers. 00:04:24.000 --> 00:04:26.000 I have an appointment with Mr. Franklin. 00:04:27.000 --> 00:04:27.001 Stressed like that? 00:04:28.000 --> 00:04:28.001 Yeah. 00:04:29.001 --> 00:04:30.000 Still you? 00:04:31.000 --> 00:04:33.001 Well, I doubt if he'll be able to see you at all. 00:04:36.000 --> 00:04:36.001 I see. 00:04:38.000 --> 00:04:40.000 She's brushing him off if there were nobody. 00:04:40.001 --> 00:04:42.001 I guess his shabby clothes have a full. 00:04:45.000 --> 00:04:49.000 I wish he'd answer that telephone. 00:04:49.000 --> 00:04:51.001 It makes me nervous they have it ringed. 00:04:52.000 --> 00:04:55.000 Come to think about it, I let it ring off and enough myself. 00:04:58.001 --> 00:05:01.000 Hello. 00:05:02.000 --> 00:05:03.000 Yes. 00:05:04.000 --> 00:05:04.001 [...] 00:05:05.000 --> 00:05:06.001 Yes, this is Mr. Franklin's office. 00:05:07.001 --> 00:05:08.000 No, he's busy. 00:05:09.001 --> 00:05:10.000 No. 00:05:11.000 --> 00:05:12.000 No. 00:05:13.001 --> 00:05:16.000 I don't know who's in charge of that. 00:05:17.001 --> 00:05:19.001 Yes, I suppose so. 00:05:21.000 --> 00:05:22.000 If you want to. 00:05:23.000 --> 00:05:29.001 State 4059. 095. 00:05:31.000 --> 00:05:33.000 Well, which of it? 59 or 95. 00:05:35.000 --> 00:05:37.000 Oh, all right. 00:05:39.001 --> 00:05:43.001 Yes? 00:05:44.000 --> 00:05:45.000 Nancy, Mr. Franklin, please. 00:05:45.000 --> 00:05:46.001 What did you want to see him about? 00:05:47.000 --> 00:05:48.001 I'd like to discuss that with him, if I may. 00:05:49.000 --> 00:05:50.000 Is it about a job? 00:05:50.001 --> 00:05:52.000 No, I represent the Bragdon Company. 00:05:52.001 --> 00:05:53.001 You selling insurance? 00:05:54.001 --> 00:05:56.000 We're one of your company's suppliers. 00:05:56.001 --> 00:05:58.001 Well, I'll see if he'll see you. 00:06:00.000 --> 00:06:04.000 She should really find out what his business is, but not like that. 00:06:04.001 --> 00:06:05.001 She should do it tactfully. 00:06:06.000 --> 00:06:08.000 Well, I guess those questions were kind of blunt. 00:06:08.001 --> 00:06:11.000 Who do you think she knows the Bragdon Company is? 00:06:13.000 --> 00:06:14.001 Mr. Franklin isn't in. 00:06:16.000 --> 00:06:17.000 He isn't? 00:06:17.001 --> 00:06:20.000 I said he isn't in. 00:06:20.001 --> 00:06:21.000 Thank you. 00:06:22.000 --> 00:06:23.000 He isn't in? 00:06:23.001 --> 00:06:25.001 But then why has she got me sitting here waiting there? 00:06:26.000 --> 00:06:27.001 I don't think she told that man the truth. 00:06:27.001 --> 00:06:31.000 Well, I'm going to find out whether he's supposed to be [...] 00:06:31.000 --> 00:06:34.001 Look, young lady, Miss, Miss. 00:06:35.000 --> 00:06:35.000 Whoa! 00:06:57.001 --> 00:06:58.001 Sorry to wake you, Barb. 00:06:59.001 --> 00:07:00.000 Dinner's ready. 00:07:00.000 --> 00:07:01.000 Oh, that's all right. 00:07:01.001 --> 00:07:03.000 I was having a nightmare anyway. 00:07:03.001 --> 00:07:04.000 A nightmare? 00:07:04.000 --> 00:07:05.001 I hope it wasn't too gruesome. 00:07:06.000 --> 00:07:06.001 Help me? 00:07:07.000 --> 00:07:07.000 Yeah. 00:07:11.000 --> 00:07:15.000 Ruth, you know what you said before about seeing the reflection of ourselves? 00:07:15.001 --> 00:07:15.001 Yeah. 00:07:16.000 --> 00:07:17.001 Well, I think I'm going to try it. 00:07:18.000 --> 00:07:19.000 That's fine, Barb. 00:07:20.001 --> 00:07:22.001 I know you'll find that if you're nice to people, 00:07:23.000 --> 00:07:24.001 they're usually nice to you too. 00:07:25.000 --> 00:07:26.000 Now, how about some dinner? 00:07:26.001 --> 00:07:28.001 Gee, I didn't realize I was so hungry. 00:07:32.000 --> 00:07:38.001 In the days that followed, Barbara did her best to acquire a genuine interest in 00:07:38.001 --> 00:07:43.000 people, for she found that smiles are effective only from their genuine. 00:07:43.001 --> 00:07:47.001 She carefully practiced the first basic rule in meeting the public, 00:07:48.000 --> 00:07:50.000 remembering and using names. 00:07:51.000 --> 00:07:52.000 Oh, yes, Mr. Borden. 00:07:52.001 --> 00:07:55.000 I'm sure that Mr. Thompson will be glad to see you. 00:07:55.000 --> 00:07:56.001 Of course, Mr. Farnsworth. 00:07:57.001 --> 00:07:58.001 I'm sorry, Mr. Pratt. 00:08:00.000 --> 00:08:04.000 She formed the habit of tactfully getting the name and business of every visitor 00:08:04.000 --> 00:08:07.000 and of introducing him in a pleasant, gracious manner. 00:08:07.000 --> 00:08:10.001 Mr. Thompson, this is Mr. Markham of Allied Manufacturing Company. 00:08:11.000 --> 00:08:11.001 How do you do that? 00:08:12.001 --> 00:08:17.000 She learned to anticipate Mr. Thompson's needs and to have ready for immaterial 00:08:17.000 --> 00:08:19.000 he might require during an interview. 00:08:20.001 --> 00:08:25.001 When it became necessary to interrupt an interview with information from Mr. 00:08:25.001 --> 00:08:28.000 Thompson, Barbara wrote out the message. 00:08:29.000 --> 00:08:30.001 It wasn't all easy. 00:08:31.000 --> 00:08:32.001 She made some mistakes, of course. 00:08:42.000 --> 00:08:48.001 She learned, too, that it's a 00:08:48.001 --> 00:08:50.000 mistake to argue with visitors. 00:08:50.000 --> 00:08:51.000 [...] 00:08:51.000 --> 00:08:55.000 You have an appointment at 10.30. 00:08:55.001 --> 00:08:57.000 Mr. Thompson should be with you in just a few minutes. 00:08:57.001 --> 00:08:58.001 Would you mind waiting over there? 00:08:58.001 --> 00:09:02.000 In different kinds of situations came up, Barbara discovered the 00:09:02.000 --> 00:09:03.001 proper way to handle them. 00:09:04.001 --> 00:09:07.000 One of these was the inquisitive caller. 00:09:08.000 --> 00:09:10.000 Oh, I suppose you girls managed to keep busy. 00:09:10.001 --> 00:09:12.001 Yes, there's always enough work to do. 00:09:13.000 --> 00:09:15.001 There's a rumor that the firm closed a big deal with Marshland Company. 00:09:16.000 --> 00:09:17.000 Is that so? 00:09:17.000 --> 00:09:18.001 Yes, a five-year contract. 00:09:19.000 --> 00:09:19.001 Know anything about it? 00:09:20.000 --> 00:09:21.001 I can't say that I do. 00:09:22.000 --> 00:09:24.000 However, if you'd like to see Mr. Walker, then you can call. 00:09:24.000 --> 00:09:26.000 No, no, it's perfectly all right. 00:09:26.000 --> 00:09:27.000 It's not that important. 00:09:29.001 --> 00:09:33.001 Yes, Barbara learned to be on guard against the visitor who asked too many 00:09:33.001 --> 00:09:37.000 questions, to handle him tactfully but firmly. 00:09:39.000 --> 00:09:46.000 She learned how to turn away a visitor firmly without making an enemy of him. 00:09:46.001 --> 00:09:48.000 Can I make an appointment now for some time? 00:09:48.001 --> 00:09:49.000 Next week? 00:09:49.001 --> 00:09:50.001 Anytime, on free, anytime. 00:09:51.000 --> 00:09:54.001 Well, perhaps I can phone you when an appointment would be more convenient. 00:09:55.000 --> 00:09:56.000 I have your number. 00:09:56.001 --> 00:09:57.001 Well, all right. 00:09:58.001 --> 00:09:59.000 That's fine. 00:09:59.001 --> 00:10:00.000 Thank you. 00:10:00.001 --> 00:10:01.000 Thank you. 00:10:04.000 --> 00:10:08.000 She learned good telephone manners, like answering 00:10:08.000 --> 00:10:10.000 promptly, using the caller's name. 00:10:13.001 --> 00:10:14.001 Mr. Thompson's office? 00:10:17.000 --> 00:10:18.001 Yes, certainly, Mr. Hunt. 00:10:23.001 --> 00:10:25.001 And getting the message right. 00:10:28.000 --> 00:10:31.001 She got into the habit of keeping a waiting visitor informed 00:10:31.001 --> 00:10:33.001 so that he know he wasn't forgotten. 00:10:34.000 --> 00:10:36.001 Mr. Thompson will see you very soon, Mr. Greenlee. 00:10:37.000 --> 00:10:37.001 Oh, thank you. 00:10:39.001 --> 00:10:44.001 And of course, she became more conscious than ever of the importance of neat, 00:10:45.000 --> 00:10:46.001 simple clothing in the office. 00:10:48.000 --> 00:10:52.001 Above all, what Barbara acquired in the days that followed was a real 00:10:52.001 --> 00:10:54.001 understanding and liking of people. 00:10:55.000 --> 00:10:59.001 She found that smiles are contagious, that courtesy begets courtesy. 00:11:00.000 --> 00:11:04.001 And because of her changed attitude, the duties which had once been a nightmare 00:11:04.001 --> 00:11:09.000 for her became instead the pleasant and exciting experience 00:11:09.000 --> 00:11:10.001 of meeting the public.